1. Award-Winning Speaker Faculty Includes:
Drive revenue, achieve a competitive advantage and maintain a
cost-effective customer experience
Register Today! Call: Dhaval at 416-597-4754 or e-mail: dhaval.thakur@iqpc.com
Sponsored by: Organized by:
Focused Takeaways:
• Capture customer insight and integrate it with the
enterprise for company-wide growth and process
improvement
• Develop strategies for success in a downturn economy to
stay ahead of competition
• Create a unified culture that provides exceptional
service – internally and externally to retain customers
• Drive performance improvement by leveraging tools and technology to
enhance the agent and customer satisfaction
• Implement innovative and effective performance and measurement
strategies
• Examine your customer experience strategy and identify cost effective
hidden growth opportunities
• Understand the pros and cons of Offshore/Onsource strategies
Michael Chen
President and CEO of Media, Communications,
and Entertainment, GE COMMERCIAL FINANCE
Vice President and Officer of GE 2008 Pinnacle
Award from Asian American Business
Development Center, Outstanding 50 Award
Napolean Barragan
Founder and CEO, 1-800-MATTRESS Crain’s
New York Business: 100 Most Powerful
Minority Business Leaders
Stephen Hilliard
Vice President, THE ST. JOE COMPANY
1to1 Impact Award Winner
James R. Danz
Chief Marketing Officer
DIAMOND RESORTS
INTERNATIONAL
Linnea Johnson
Director of Consumer Services
UNILEVER CONSUMER SERVICES.
N.A. Fortune’s Most Admired
Companies, Fortune Global 500
David Ciccarelli
President / Chief Executive Officer,
Voices.com 1to1 Impact Award
Winner, CRM Elite Award Winner
2007
Bob Simmonds
VP of Travel Operations
DISNEY DESTINATIONS
Karen Vaughn
VP, Vendor Management
GUTHY-RENKER Electronic
Retailer Award Winner
Julie Marks Miller
Vice President, ADP TRAINING
AND LEADERSHIP #2 on
Fortune’s Most Admired
Companies 2008
See inside for details…
IncreasingCustomer Satisfaction
January 26-29, 2009 | Disney Contemporary Resort | Orlando, FL
LEARN FROM LEADING
PRACTITIONERS:
US GREEN BUILDING COUNCIL
CIT GROUP INC.
Fortune 500
CANADA POST
Canada’s Top 100 Employers 2008,
EMPIRE TODAY
#1 Specialty Retailer in the U.S., Top 200
Brands in the USA
HUMANA
Fortune 100, Forbes The 400 Best Big
Companies
OFFICE DEPOT
Corporate Research International Survey’s
Customer Services Best in Class
CONSTANT CONTACT
2008 Stevie Award Bust Customer Service Team
ASSURANT SOLUTIONS CANADA
ORCCA’s Contact Center of the Year
NJ SHARES
UNITED STATIONERS SUPPLY CO.
Fortune 500
EARTHLINK
J.D. Powers Highest Customer Satisfaction
Among Internet Service Providers
WPS HEALTH INSURANCE
2008 Top Milwaukee Workplace Award
(Business Journal)
AMERICAN TELESERVICES
ASSOCIATION
THE STEVIE AWARDS
OPTIONSXPRESS
Fortune Magazine’s Top 100 Growth Companies;
Barron’s Best OnlineBroker
SOUTHWEST BUSINESS
CORPORATION
Fast Track Winner #1 (San Antonio Business Journal)
2 PRACTITIONER LED
WORKSHOPS:
REGISTER BY NOVEMBER 21ST
TO SAVE UP TO $600
TM
Customer Focused Strategies for Success in an Economic Storm
2. Who Should Attend
Dear Executive:
Running a call center is challenging in the best of times: CFOs are continuously asking you to do more with less while the technology is
always advancing - you have to run fast to stay even with your competitors. NOW we have the financial crisis that will directly or
indirectly exacerbate the situation. As the economic storm breaks across your company, you will encounter hypersensitive customers who
anger at the slightest mistake or service gaff, regulators assuming everyone is guilty until other wise proven, and a management bunker,
survival mode mentality.
Your mandate is clear – keep the customers you have at a small cost. Many of the speakers at this important Call Center Summit have
already weathered similar mandates in previous storms.
They will help guide you through the current economic storm, but you mustregister for the event in order to receive their insights!
This conference will help you address the following issues:•
What technology will help you give better service at lower cost with a rapid payback?•
How do you help your staff to feel and actually be more successful so that turnover is reduced and efficiency is enhanced?
•
How do you enhance your agent empathy skills and maximize their relationships with customers?•
What are the best strategies for taking customer feedback and turning it into business opportunities?•
How do you demonstrate to top management that you don’t just answer calls but actually are the key manager of thecustomer experience?
Learn from a cadre of accomplished practitioners who will share lessons learned and practical successful techniques. We will take a
proactive, positive approach to the economic uncertainty by viewing it as an opportunity to increase our competitive advantage and
strengthen your brand and company, as well as your position within your company. Now – more than ever – we must focus on creating
the best possible customer experience. Consumers are changing what they buy and what experiences they want.
New research from TARP Worldwide shows that interaction with the call center can have twenty times the impact on a customer’s
opinion of your company as advertising or a snazzy website. Such data shows the CMO that investment in your call center is much more
cost effective than another million dollars in ads. The same research shows that 12% of dissatisfied web customers go to a buddy list
and tell 68 others. Your call center is both a word of mouth and WORD OF MOUSE management system.
This conference will help you quantify the payoff of improved service in a manner the CFO will accept and support. Get ready for an
exciting opportunity for learning, sharing and networking. I look forward to seeing you in Orlando for what’s promising to be a must
attend eye-opening event!
Sincerely,
The International Quality and Productivity Center
Register Today! Call: Dhaval at 416-597-4754 or e-mail: dhaval.thakur@iqpc.com2
Table of Contents
What’s New This Year..........................3
Agenda-at-a-Glance .............................4-5
Pre-Conference Workshops..................6-7
Main Conference Day 1 ....................8-10
Main Conference Day 2.....................11-12
Post-Conference Workshops................ 13
About the Sponsors.............................14
Who Should Attend?.............................14
Pricing .....................................................15
Venue.......................................................15
Registration Information .......................15
TM
This event will appeal to any executive
focused on maximizing the performance of
their call center and providing an
exceptional customer experience. Some key
functions include:
Operations/Quality executives will learn
how to improve overall customer service
delivery
Customer Service executives will see
examples of how call centers
are demonstrating ROI and service delivery.
Business Analysts will learn how to
transform data into information.
Workforce Management directors will see
examples of how call centers are making the
most out of their resources, and expanding
and contracting.
Employee Development and Training
directors will understand how
agent performance metrics can form the
basis of improved agent behaviors.
Sales/Marketing will learn how they can
benefit from a well managed customer
experience
Human Resources will discover best
strategies for hiring, compensating and
career pathing
Call Center technology experts will see
the latest tools and technologies from our
speakers and exhibition hall
3. Four CEOs in One Event
The earlier you register, the more you save. See page 15 for details…
New site tours to Disney and Contact
Centers of America!
Site tours are a great opportunity to visit a leading
company and find out what makes their company so
successful. Get an inside look at their customer focused
culture, technology and leadership philosophies. Bus trips
to and from the tours, as well as the tours themselves,
offer a great networking opportunity.
New Site Tours
All but one of the workshops is BRAND NEW including
the introduction of the two-practitioner led
workshops. Why leave one? Because it’s the highest-
rated workshop session that you voted to bring back!
Darryl Flores is the Workforce Manager for
Southwest Business Corporation, a
recognized leader in the financial services
industry. He will be leading a workshop
entitled “This Means That”…Metrics that Matter from
the CSR to the CEO.”
Philip Bennett is the Executive Vice
President/Signature Services at
optionsXpress, an online broker specializing
in all types of derivative trading. Mr. Bennett
will be leading an interactive workshop on “Leadership
– How motivating and inspiring can help you exceed
customer and performance expectations.
All New Workshops
This must-attend event presents focused sessions in the topics essential to your
business including:
•
Customer-focused strategies to maximize customer retention and maximize
your customer base
•
Tune-up your recruitment and management skills in the new track titled
“People Power”
•
Gain insights on new metrics that will help measure ROI in the
“Measurements Strategic Performance ROI track
•
The tried and true “Tools and Technology” track has a special focus on tools
that enhance both the agent and customer experience
New Track Themes
WHAT’S NEW THIS YEAR!
Four leading CEOs will show you step by step
they leverage their call centers for company-
wide profit and growth.
Michael Chen
President and CEO of Media,
Communications, and Entertainment,
GE COMMERCIAL FINANCE
Vice President and Officer, GE
David Ciccarelli
President/Chief Executive Officer
VOICES.COM
Napoleon Barragan
Founder and CEO
1800MATTRESS.COM
Tim Searcy
CEO
AMERICAN TELESERVICES
ASSOCIATION (ATA)
These C-Level executives will share their
viewpoints on why focusing on the customer is
one of their top business priorities.
Web Exclusives: Only at
www.callcenterevent.com
•
Speaker Bios
•
Speaker Q&As
•
Past Brochures
•
Photos from Call Center Summit 2008
•
Press Releases and Media Information
•
Downloadable agenda
•
Sneak Peak at Call Center Week 2009
•
Things to Do In Orlando
• Video Testimonials
•
Audio Clips from Call Center Week
Log on to www.CallCenterEvent.com to see more.
3Sponsored by:
IncreasingCustomer Satisfaction
4. DAY ONE Pre-Conference Workshops: Monday, January 26, 2009
DAY TWO Main Conference: Tuesday, January 27, 2009
A BUse Your Contact Center To Thrive In An Economic Downturn, Joseph
Heinen,Vice President, Marketing Communications, GENESYSA B
8:00am-11:00 am Choose A or B
“You’ve Measured, and Measured, and Measured, NOW WHAT?”, Jon Cordova,
COO, SIVOX PARTNERS
A BE F
2:30pm-5:30pm Choose E or F
Site Tour: Contact Centers of America, Joseph Jacoboni, President and CEO,
CONTACT CENTERS OF AMERICA, LLC, Mansour Salame, CEO, CONTACTUAL
A B
11:15am-2:15pm Choose C or D Lunch will be served
C Using the Voice of the Customer to Reduce Workload and Drive Self-Service
Success, John Goodman, Vice Chairman, TARP WORLDWIDE D
Develop and Implement a Virtual Contact Center for Customer Effectiveness
and Operational Efficiency, Pearl Wong, Director of Program Management,
TRANSERA
AG
6:00pm-8:30pm
SPECIAL PRACTITIONER LED DINNER WORKSHOP! Leadership: How Motivating and Inspiring can help you Exceed Customer and Performance Expectations, Philip Bennett,
Executive Vice President/Signature Services, optionsXpress
Call Center Summit Agenda-at-a-Glance
Register Today! Call: Dhaval at 416-597-4754 or e-mail: dhaval.thakur@iqpc.com4
FIRST CALL RESOLUTION - Applying the four R’s To Improve your FCR, Tony
Fassette, Director, BCM Business Development, Americas, SAP Business
Communications Management, SAP AMERICA
7:15 Registration and Coffee
8:00 Chairperson’s Opening Remarks
8:15 CEO KEYNOTE: Strategies for Success in a Downturn Economy, Napoleon
Barragan, Founder and CEO, 1800MATTRESS.COM
9:10 KEYNOTE: “Creative Solutions: Turning Lemons into Lemonade”, Linnea Johnson,
Director, Consumer Services, UNILEVER CONSUMER SERVICES, N.A.
10:05 Morning Networking Break & Vendor Showcase
10:50 KEYNOTE: Maintaining Control in a Virtual Contact Center Environment, Prem
Uppaluru, CEO, TRANSERA COMMUNICATIONS, Kevin Buckley, Director of
Operations, OFFICE DEPOT
11:35 Creating a Culture that Provides “Perfect Service” –
Internal and External, Detoria Divon Mason, Medicare
Operations Supervisor, HUMANA INC.
12:25 Networking Luncheon
1:25 Inspiring Excellence Through Proactive Leadership,
Richard Moore, Vice President , Customer Services -
Canada Assurant Solutions - Kingston Operations Centre
TRACK A: “People Power” – Talent Management,
Leadership, Workforce Optimization, Culture
Concurrent sessions. Choose track A, B or C
TRACK B: Tools and Technology in the Call Center to
enhance the customer and agent experience
TRACK C: Measurements and Strategic Performance ROI
Employing CRM to Boost Agent Productivity and the
Customer Experience, David Ciccarelli, CEO, VOICES.COM
Driving the Customer Experience with Technology and
Measuring Performance with Net Promoter Scores,
Bridget Moscatello, Vice President of Customer
Operations, EMPIRE TODAY
Million Dollar Baby: Innovative and Effective
Performance and Measurement Strategies, Karen
Vaughn, VP, Vendor Management, GUTHY-RENKER
Customer Value Management– Measuring Customer
Experience From End-to-End, Janet LeBlanc, Director Customer
Value Management, CANADA POST CORPORATION, Michael
Gallagher, President, The Stevie Awards
5. A BH I
8:00am-11:00 am Choose H or I
Managing Call Center and Home-Based Agents on an Integrated Online Platform,
Sanjay Kumar, Ph.D, CEO, vCUSTOMER CORPORATION
SPECIAL PRACTITIONER LED WORKSHOP! “This Means That”…Metrics that
Matter from the CSR to the CEO, Darryl Flores, Workforce Manager,
SOUTHWEST BUSINESS CORPORATION (SWBC)
A BJ K
8:00am-11:00 am Choose J or K
Site Tour: Disney Destinations, Bob Simmonds, VP of Travel Operations, DISNEY
DESTINATIONS
Improving Agent Productivity with Desktop Automation, Les Singleton,
Solutions Architect, OPENSPAN, INC
5Sponsored by:
DAY THREE Main Conference: Wednesday, January 28, 2009
DAY FOUR Post Conference Workshops: Thursday, January 29, 2009
7:15 Registration and Coffee
8:00 Chairperson’s Opening Remarks
8:15 Special Keynote: The “4 I’s” Customer Model, Michael Chen, President and CEO, Media,
Communications, and Entertainment, GE COMMERCIAL FINANCE, also Vice President and
Officer of GE
9:15 KEYNOTE: The Revolution is Here – Customer Satisfaction = Customer Loyalty, Joe
Jacoboni, President and CEO, CONTACT CENTERS OF AMERICA, Mansour Salame, CEO,
CONTACTUAL
10:00 Morning Networking Break and Vendor Showcase
10:45 ROUNDTABLE DISCUSSIONS
2:15 Afternoon Networking Break and Vendor Showcase
2:45 Afternoon Keynote: Measurements and Strategic Performance ROI. Making the Quantum
Leap Forward While Serving a Complex Customer Base, Vincent Chiusano, Manager of
Customer Service, US GREEN BUILDING COUNCIL
3:30 CLOSING KEYNOTE: Focusing on the Basics for Measurable ROI, Stephen Hilliard, Vice
President, THE ST. JOE COMPANY
3:00 Afternoon Networking Break and Vendor Showcase
3:40 SPECIAL Panel session: The Offshore/Onshore Debate, Tim Searcy, Chief Executive
Officer, AMERICAN TELESERVICES ASSOCIATION, Bob Simmonds
VP of Travel Operations, DISNEY DESTINATIONS, James R. Danz (“Jim”), Chief
Marketing Officer, DIAMOND RESORTS
4:40 AFTERNOON KEYNOTE: Legacy Leadership – Inspire and Motivate to Excellence,
Julie Marks Miller, Vice President, ADP TRAINING AND LEADERSHIP DEVELOPMENT
5:35 Cocktail Reception – Please bring plenty of business cards!
11:45 “Per-Fessional”- Leading Teams by Merging Personal and
Professional Into One, Greg Troxell, Customer Care Supervisor,
UNITED STATIONERS SUPPLY CO.
12:35 Networking Luncheon
1:35 Connecting with Empathy During an Uncertain Economy,
Kimberly Warrick, Client Service Center Manager, NJ
SHARES
TRACK A: “People Power” – Talent Management,
Leadership, Workforce Optimization, Culture
Concurrent sessions. Choose track A, B or C
TRACK B: Tools and Technology in the Call Center to
enhance the customer and agent experience
TRACK C: Measurements and Strategic Performance ROI
Panel Session: Communicate Vital Information in Real-Time
Across your Enterprise to Drive Performance, Matt Wheat,
National Sales Manager, TEXAS DIGITAL, Denny Kolvek,
Director, Response Services, DATACORE MARKETING
Proactive Chat for Customer Support and Bottom Line
Benefits, Michael Murphy, Senior Manager, Call Center
Innovation, EARTHLINK
Optimizing Contact Center Resources During Tough Times,
Steve Sullivan, Vice President, Call Center Technologies, CIT
GROUP, INC
Taking Customer Feedback and Turning it into Business
Opportunities, Barb Bleiler, Manager Client Support,
WPS HEALTH INSURANCE
2:15 Succession and Continuity Planning for Success, Philip
Bennett, Executive Vice President/Signature Services,
optionsXpress
Speech Analytics: Improve Your Bottom Line AND Create
A Customer-Centric Enterprise, Jeff Gallino, CTO,
Chairman and Co-founder, CALLMINER
The Call Center’s Impact on the Customer Experience,
Larry Streeter, VP of Customer Support, CONSTANT
CONTACT
IncreasingCustomer Satisfaction
6. DAY ONE Pre-Conference Workshops: Monday, January 26, 2009
A B
Using the Voice of the Customer to Reduce Workload and Drive
Self-Service Success
C D
MetricsEssentials
11:15am-2:15pmChooseCorDLunchwillbeserved
First Call Resolution (FCR) is a critical key performance indicator for measuring your call center’s
productivity, efficiency, and customer experience. FCR relies on your organization’s ability to quickly
mobilize its resources based on immediate customer needs. This requires an integrated, holistic
approach to customer service that includes the initial touch point and follows through metrics.
What You Will Cover:
In this hands-on interactive workshop, we will examine four key components that drive first call
resolution:
•
Right knowledge
•
Right channel
•
Right information
•
Right now!
What You Will Learn:
Learn best practices for:
•
Defining what FCR actually is and what it means to your business and your customer
•
Creating a balanced view of your call center’s overall performance
•
Calculating and measuring FCR
•
Creating reporting capabilities to identify gaps
•
Driving first call resolution in your company to maximize productivity and customer satisfaction
Tony Fassette, Director, BCM Business Development, Americas, SAP Business
Communications Management, SAP AMERICA
FIRST CALL RESOLUTION - Applying the four R’s To Improve your FCR
Use Your Contact Center To Thrive In An Economic Downturn
A B
8:00am-11:00amChooseAorB
“You’ve Measured, and Measured, and Measured, NOW WHAT?”
Register Today! Call: Dhaval at 416-597-4754 or e-mail: dhaval.thakur@iqpc.com6
It’s about your agents and their productivity – equip them and put them into action!
What You Will Cover:
In this workshop, you will discover the role your agents and supervisors play in achieving your
company’s objectives, how they can best deliver on their KPI’s and how you can equip and action
them to achieve significantly better results. You’ve spent a lot of time and money on quality
monitoring (QM) and measuring. Now it’s time to put the QM learning into action by raising the
competency level of your front line employees who will ultimately deliver the benefits. Examine two
case studies where companies took action that had a significant impact on their results and measured
the return.
What You Will Learn:
Hear several real-life scenarios about companies that equipped their agents and supervisors with a
revolutionary technology namely live simulations using speech analytics to give them a real-life
experience. Putting this capability into action enabled these companies to achieve significant
benefits in the following areas:
•
Confidence in their ability to take real calls and deliver upon KPI’s
• Significantly improved agent productivity as measured by improvements in the following areas:
- On-boarding time
- First Call Resolution
- Average Handle Time
- Average Hold Time
- Total Calls Handled
- Transfer Rate
Jon Cordova, COO, SIVOX PARTNERS
Up to 30% of service contacts are preventable if there was better communication with the customer
up front and more effective self service mechanisms. BUT 70% of Voice of the Customer processes
have little or no impact. Your VOC process should indicate where these opportunities are. It should
help you quantify how much money you are leaving on the table (in a manner the CFO will accept)
by not investing in customer education and self service.
What You Will Learn:
Mr. Goodman will help you:
•
Understand the preventable drivers of service workload and the barriers to self service
•
Quantify the revenue implications of better service
•
When self service actually costs you revenue
•
How to identify major opportunities for preventable workload
•
How to enhance utilization of self service
•
Key aspects of an impactful Voice of the Customer
John Goodman, Vice Chairman, TARP WORLDWIDE
Your customer experience is everything. It impacts every aspect of your business—from agent
productivity to customer retention to stock price.
What You Will Cover:
Explore the 7 essentials for a dynamic contact center:
•
Offer an inviting, intelligent customer front door
•
Communicate the way customers want
•
Contact your customers before they contact you
•
Never leave your important customers on hold
•
Bring agents anywhere/anytime to service customers
•
Bring every department together to service the customer
•
Create an experience dashboard
What You Will Learn:
Discover how to deliver and maintain an unmatched level of customer service and satisfaction that
will not only help you retain your existing customers but also grow your business.
Joseph Heinen,Vice President, Marketing Communications, GENESYS
What’s an All Access Pass?
One discounted price grants an all-access pass to anything and
everything including workshops and site tours! It’s a must for any
new Call Center manager. See page 15 for details…
7. DAY ONE Pre-Conference Workshops: continued
2:30pm-5:30pmChooseEorF
This tour of CCA’s headquarters will give you an opportunity to
experience their innovative 31,000-square-foot, 260 work station
contact center. Also see a demonstration of their integrated state-of-
the-art On-Demand technology utilizing Contactual’s ACD, IVR and
virtual switch.
Learn how CCA differentiates themselves from other contact centers
through its unique delivery model, technology and solutions. CCA is
not just “butts in seats” to their clients but a provider of high quality
cost effective customer support and services. With our blended
workforce of brick and mortar, college students and at home agents
(utilizing disabled vets and retirees) CCA offers a wide array of
support, telesales and services to its clients. Learn how CCA partners
with universities to utilize students and integrates their client services
into their curriculum. CCA’s first university partner is Valencia
Community College (VCC). The site you will visit is on VCC’s campus.
Learn how CCA has integrated their recruiting, screening and training
processes and procedures with VCC to lower their overall recruiting and training costs.
We will walk you through our processes and procedures for training and development of our staff.
In addition, you will get a hands-on demonstration of Contactual’s On-Demand technology.
Joseph Jacoboni, President and CEO, CONTACT CENTERS OF AMERICA, LLC
Mansour Salame, CEO, CONTACTUAL
Site Tour: Contact Centers of America
SITETOUR
G
6:00pm-8:30pm
E Develop and Implement a Virtual Contact Center for Customer
Effectiveness and Operational Efficiency
What You Will Cover:
Leading call center executives are improving the customer experience while decreasing operational
and technology costs with a virtual contact center. This interactive session will describe the essential
guidelines and tools required for implementing a virtual contact center that promises to deliver
substantial cost savings and higher quality customer interactions.
What You Will Learn:
•
Best practices in managing a virtual call center by utilizing a suite of tools and techniques
•
How to measure service level adherence across disparate agents, call center sites and technologies.
•
How to assess key performance indicators against service level agreements
•
How to use metrics as the driver of overall effectiveness and service level adherence across a virtual
call center
•
How to obtain visibility into distributed call center operations
Pearl Wong, Director of Program Management, TRANSERA
Some feedback from this workshop’s previous attendees:
“Fun workshop. Love the Case Studies,” - Senior Manager of Customer Loyalty, Zappos.com
“The whole concept was very effective with exchange of ideas within groups, then within the class
via the presentation,” - Senior Manager Technology & Quality, Figis/Crosstown Traders
F
BACKBYPOPULARDEMAND!
2:30pm-5:30pmChooseEorF
This tour of CCA’s headquarters will give you an opportunity to
experience their innovative 31,000-square-foot, 260 work station
contact center. Also see a demonstration of their integrated state-of-
the-art On-Demand technology utilizing Contactual’s ACD, IVR and
virtual switch.
Learn how CCA differentiates themselves from other contact centers
through its unique delivery model, technology and solutions. CCA is
not just “butts in seats” to their clients but a provider of high quality
cost effective customer support and services. With our blended
workforce of brick and mortar, college students and at home agents
(utilizing disabled vets and retirees) CCA offers a wide array of
support, telesales and services to its clients. Learn how CCA partners
with universities to utilize students and integrates their client services
into their curriculum. CCA’s first university partner is Valencia
Community College (VCC). The site you will visit is on VCC’s campus.
Learn how CCA has integrated their recruiting, screening and training
processes and procedures with VCC to lower their overall recruiting and training costs.
We will walk you through our processes and procedures for training and development of our staff.
In addition, you will get a hands-on demonstration of Contactual’s On-Demand technology.
Joseph Jacoboni, President and CEO, CONTACT CENTERS OF AMERICA, LLC
Mansour Salame, CEO, CONTACTUAL
Site Tour: Contact Centers of America
SITETOUR
E Develop and Implement a Virtual Contact Center for Customer
Effectiveness and Operational Efficiency
What You Will Cover:
Leading call center executives are improving the customer experience while decreasing operational
and technology costs with a virtual contact center. This interactive session will describe the essential
guidelines and tools required for implementing a virtual contact center that promises to deliver
substantial cost savings and higher quality customer interactions.
What You Will Learn:
•
Best practices in managing a virtual call center by utilizing a suite of tools and techniques
•
How to measure service level adherence across disparate agents, call center sites and technologies
•
How to assess key performance indicators against service level agreements
•
How to use metrics as the driver of overall effectiveness and service level adherence across a virtual
call center
•
How to obtain visibility into distributed call center operations
Pearl Wong, Director of Program Management, TRANSERA
Feedback from this workshop’s previous attendees:
“Fun workshop. Love the Case Studies,” - Senior Manager of Customer Loyalty, Zappos.com
“The whole concept was very effective with exchange of ideas within groups, then within the class
via the presentation,” - Senior Manager Technology & Quality, Figis/Crosstown Traders
F
BACKBYPOPULARDEMAND!
SPECIAL PRACTITIONER LED DINNER WORKSHOP!
Leadership: How Motivating and Inspiring Can Help You Exceed Expectations
This workshop will focus on how leadership skills can be used to motivate your employees to achieve
greater heights. Inspiration and common goals can still be used to do more with less even in today’s
materialistic workplace.
What You Will Cover:
•
Recognizing and developing talent
•
Creating trust can lead to big rewards
•
Creating the essential buy-in; turning your key staff into raving fans
•
Managing incentives, the little things often mean more
•
Office politics “Survivor”: Do leadership skills place a target on your back?
•
How to identify your team’s skills and create an environment to achievement, both for your unit and
their individual growth
“One of the great benefits is that this conference brings together all aspects of call center
management under one roof in a short time span. It allows you to connect the dots between each
department's responsibilities and allows us all to hear such diverse perspectives. It allows us to see
gaps in a lot of our departments by comparing all the different aspects that we need to know
about." - Manager of Customer Satisfaction Loyalty, Sprint Nextel
Don’t Take Our Word For It...Rave Reviews from Our Call Center events:
“The conference was well organized and very informative. I learned a lot and appreciate the opportunity to hear from other
successful professionals.” - David Belew, Service Director, American Bar Association
“Very content-packed conference” - Diane Gerard. CRM Business Advisor, Gordon Food Service
Register now on page 15!
What You Will Learn:
Learn ways of building a loyal group whose goals are aligned with yours and the companies and that will
strive to deliver excellence for both the customer and the firm.
•
Putting the “I” in Team, how individuals make the overall team stronger
•
How to mold a unified group that will work together to deliver superior service to your customers
•
How to build a team that is capable of achieving the unit’s goals, and advancing as upward mobility is
created
Philip Bennett, Executive Vice President/Signature Services, optionsXpress
7Sponsored by:
IncreasingCustomer Satisfaction
8. DAY TWO Main Conference: Tuesday, January 27, 2009
7:15 Registration and Coffee
8:00 Chairperson’s Opening Remarks
8:15 CEO KEYNOTE: Strategies for Success in a Downturn Economy
This valuable and informative keynote session will present a customer-focused approach
that drives revenues and customer satisfaction. 1800mattress.com is the nation’s leading
multi-channel bedding retailer which has been recognized nationally for its focus on
customer service and ethical business practices by Crain’s New York Business, the Latino
Better Business Bureau and the National Society of Hispanic MBAs. The foundation of the
company’s success is universally applicable to numerous other retail venues. President and
CEO Napoleon Barragan, an entrepreneurial success story and author of the 1997 book
How To Get Rich with a 1-800 Number, will offer top strategies for success, including:
•
Motivating employees to understand the value of customer service
•
The essential role of the call-center in multi-channel world
•
Using a 1-800 number to build a company
•
The importance of “hearing” your customer
Napoleon Barragan
Founder and CEO
1800MATTRESS.COM
Crain’s New York Business: 100 Most Powerful Minority Business Leaders
9:10 KEYNOTE: “Creative Solutions: Turning Lemons into Lemonade”
Consumer services at Unilever, once considered a “complaint department” now offers
insights and solutions to departments throughout the company. This session stems from
Linnea Johnson’s two-part interview with Customer Relationship Management (CRM)
Magazine, the flagship publication for SOCAP International. Find out how Unilever
Consumer Services is “turning lemons into lemonade” every day telling departments that
they have a problem and then offering them a solution. Learn how to:
•
Partner with internal departments including marketing, research and development,
quality control and legal
•
Add value by providing consumer insight and enhanced consumer understanding
•
Employ surveys and focus groups to provide enhanced consumer insight
•
Offer guidance to research and development
•
Build brand loyalty with responsive service and targeted programs
Linnea Johnson
Director, Consumer Services
UNILEVER CONSUMER SERVICES, N.A.
2008 Forbes: The 400 Best Big Companies
10:05 Morning Networking Break & Vendor Showcase
10:50 KEYNOTE: Maintaining Control in a Virtual Contact Center
Environment
Customer service has risen to the top of the agenda for CEOs in every industry. Business
leaders are scrutinizing their service organizations to pinpoint and correct service
problems, improve operating efficiencies, and lock-in customer loyalty to their brands. In
the contact center industry, Web 2.0 and Software-as-a-Service (SaaS) technologies are
driving a new level of capability and performance beyond what was possible with
traditional premises-based offerings. During this session, Office Depot will describe the
benefits and cost savings they are realizing with an on-demand virtual contact center.
Learn how they’ve been able to maintain visibility and control over their distributed
contact center with zero technology investment.
Prem Uppaluru
CEO
TRANSERA COMMUNICATIONS
Kevin Buckley
Director of Operations
OFFICE DEPOT
Fortune 500
11:35 Creating a Culture that Provides “Perfect
Service” – Internal and External
Our distinguished speaker, recently honored as a Best Contact
Supervisor of the Year, is the leader of a committee entitled
“Perfect Service.” The committee comprised of 20 people,
including supervisors, team leads and associates, aims to get
associates more engaged and customers more satisfied. Find
out how Humana Inc. creates an environment where people
want to come to work and achieve excellence by utilizing the
following:
TRACK A: “People Power” – Talent Management,
Leadership, Workforce Optimization, Culture
Concurrent sessions. Choose track A, B or C
TRACK B: Tools and Technology in the Call Center to
enhance the customer and agent experience
TRACK C: Measurements and Strategic Performance ROI
Employing CRM to Boost Agent Productivity
and the Customer Experience
Voices.com is the service that connects businesses with
professional voice-over talent. Find out how the company
earned a coveted 1to1 Impact Award for Full-Suite CRM by
leveraging CRM to handle the complexity of 25,000 profiles
representing 100 languages.
•
Creating a customized, flexible package that grows in
alignment with corporate growth
• Generating sales in an inbound call center with a “soft
Million Dollar Baby: Innovative and Effective
Performance and Measurement Strategies
Saving a million dollars - with a simple tweak to their script -
was just the tip of the iceberg for this well-known direct
marketer. Leveraging quality experts, six-sigma processes and
customer service best practices, Guthy-Renker is leading the
pack with their innovative and effective performance and
measurement strategies. In this session, you'll learn how they
measure agent performance accurately, effectively and with
real business impact in order to improve customer retention
8
KEYNOTE
KEYNOTEKEYNOTE
9. DAY TWO Main Conference: continued
• The “filter” program – running everything through a filter
to ensure that the team is courteous, accurate, reliable,
proactive, and efficient while ensuring call quality and ease
of systems
•
The “blast in the past” motivational day whereby associates
pick their favorite decade be it the 50’s, the 90’s etc. and
dress in costume
•
Listening to employee feedback and creating an
environment where associates feel they can express
themselves
•
Implementing job shadowing and career pathing programs
to retain top talent
Walk away with great insight on monetary and non-monetary
rewards that balance performance and metrics with fun
team-building activities.
Detoria Divon Mason
Medicare Operations Supervisor
HUMANA INC.
Best Contact Center Supervisor of the Year (2008)
12:25 Networking Luncheon
1:25 Inspiring Excellence Through Proactive
Leadership
Learn how to create a culture that inspires excellence. The
session will include a discussion of ROI and metrics with an
emphasis on bringing it all back to business results.
Discover how to:
•
Achieve superior results through appreciation and
relationships
•
Cultivate continuous learning and development through
one-on-one coaching, job shadowing, mentoring and
educational partnerships
•
Implement an open-door policy to offer guidance,
communication and support at all levels and within all
departments
Richard Moore
Vice President, Customer Services - Canada
Assurant Solutions - Kingston Operations Centre
Ottawa Regional Contact Centre of Year Award 2008
sales” consultative approach
•
Employing customer engagement metrics for tracking the
progress of meeting service and business objectives
• Achieving a 100% user adoption of CRM by creating
dashboards for employees to track team performance and
progress toward bonuses.
Find out how Voices.com has realized a 62% increase in sales,
as well as a 215% increase in leads in the first three months
of implementation.
David Ciccarelli
CEO
VOICES.COM
Nominated for Young Entrepreneur of the Year Award -
Business Development Bank of Canada
Driving the Customer Experience with
Technology and Measuring Performance with
Net Promoter Scores
Find out how technology provides the foundation for success
within EMPIRE TODAY, a customer-driven organization. Learn
how the company’s focus and unwavering dedication to
improving the Net Promoter Score yields award-winning
results.
Hear key insights on how Empire is:
•
Leveraging technology as a tool for improved internal
communication and customer experience enhancement
•
Measuring against the Net Promoter Score loyalty metric
•
Monitoring employee success with Net Promoter Score
programs
Bridget Moscatello
Vice President of Customer Operations
EMPIRE TODAY
2008 American Business Award for Best Customer Service
Organization.
#1 Specialty Retailer in the U.S., Top 200 Brands in the USA
Awarded 6 2007 Angie’s List Service Award
Winner 2008 Stevie Award – Best
Customer Service Organization
and conversion. You’ll also learn how quality affects the
entire organization and how this is an ongoing and iterative
process that they are still refining and measuring today. Some
of the initiatives include:
•
Business Intelligence Programs
•
Probability Impact Matrix
• Quality Form Enhancements
•
Consolidated Reporting
•
Gage Reproducibility and Repeatability (R&R)
Karen Vaughn
VP, Vendor Management
GUTHY-RENKER
High growth company = average annual growth rate of 25%
over the last 10 years
Customer Value Management– Measuring
Customer Experience From End-to-End
Find out how to incorporate feedback into business planning,
process improvement, employee scorecards and rewards system
Learn how feedback will help your organization:
•
Excel with problem resolution and first call resolution in the
call center
•
Employ a sophisticated transactional survey as a
performance measurement tool to identify performance at
agent level, regional level and even at the corporate level
•
Convince the company how important resolution is to the
business, customer and the bottom line
•
Link improvements in customer service to bottom-line
benefits
•
Raise engagement of customer service agents – sharing
emotions, being engaged, demonstrating empathy
Janet LeBlanc
Director Customer Value Management
CANADA POST CORPORATION
Stevie Award Winner: Best Customer Service
Department/Organization
Michael Gallagher
President
The Stevie Awards
9Sponsored by:
Bring a team to make sure you’ve covered all
bases. Significant team discounts are available.
See page 15 for details…
Focus on the critical
Net Promoter Score
IncreasingCustomer Satisfaction
10. DAY TWO Main Conference: continued
2:15 Succession and Continuity Planning for
Success
Today’s workplace environment presents many challenges
when it comes to continuity and succession planning. One of
the first challenges every manager or key person faces is
finding and training their replacement. By matching talents
and areas of interest, you can build a workforce that can
adapt to any change, and be ready for upward mobility as the
need arises.
Key takeaways:
•
Building trust in uncertain times is critical to any successful
plan
•
How to generate employee interest in cross training
•
How to create a succession plan that will adapt to the
growth the success creates
Philip Bennett
Executive Vice President/Signature Services
optionsXpress
Fortune Magazine top 100 Growth Companies
Speech Analytics: Improve Your Bottom Line
AND Create A Customer-Centric Enterprise
What does this technology really mean to your business? Get
the latest trends on speech analytics uses and ROI. Learn how
companies are successfully deploying speech analytics to
improve contact center and enterprise performance with a
rapid and high return on investment. Learn:
•
Customer Satisfaction Best Practices: solve your key
business pains – understand why your customers are calling
and what is happening on conversations to improve first call
resolution, reduce customer churn and maximize sales
effectiveness
•
Benefits, Features and Functionality: matching your needs to
the most robust speech analytics software platform
• Specific examples of gaining a competitive advantage with
speech analytics and ROI in the Communications industry
Jeff Gallino
CTO, Chairman and Co-founder
CALLMINER
Driving Focus On The Customer Experience
Through The Call Center
Learn about the strategy Constant Contact's award-winning
Customer Support team uses to focus their associates on delivering
an "awe inspiring" experience on every phone, live chat, and
email interaction with their customers. In this presentation, you'll
hear the details on how use of performance management systems,
internal and external quality and customer satisfaction data, and
cross-functional programs with key stakeholder departments have
fueled the high customer satisfaction and loyalty that has been key
to Constant Contact's phenomenal growth.
• Performance management program - setting goals for
meeting a bonus on a monthly basis tying quality to your
performance measurement program
• Driving quality from the customer's perspective: incident
surveys and
•
Internal scoring acting on data across the company on a
department by department basis and using the data as a
training mechanism
Larry Streeter
VP of Customer Support
CONSTANT CONTACT
2008 Stevie Award- Best Customer Service Team.
3:00 Afternoon Networking Break and Vendor Showcase
3:40 The Offshore/Onshore Debate
In every debate, there are at least two sides. Through a lively exchange with professionals
steeped in practical experience, create your own opinion about whether onshore or
offshore is the best solution for your location needs. By attending you will learn:
•
The changing role of labor costs in choosing the right location based on currency fluctuations
• The impact of infrastructures and intangibles such as questions about government
stability, weather and data privacy
•
How smart companies are addressing culture and language challenges including
salesmanship, customer service issues and idiomatic concerns
•
When and how to make offshoring work, and when onshore solutions make the most sense
•
Where to locate in the world for the optimal return – where is the next India?
Panel Moderator: Tim Searcy
Chief Executive Officer
AMERICAN TELESERVICES ASSOCIATION
Confirmed panelists at press time include:
James R. Danz (“Jim”)
Chief Marketing Officer
DIAMOND RESORTS
4:40 AFTERNOON KEYNOTE: Legacy Leadership – Inspire and Motivate
to Excellence
This compelling keynote will share how you can create superior associate quality and
productivity through people-focused leadership. Discover how investing in associate
development, building strong relationships, and consistently employing recognition can
lead to extraordinary results. This motivational speaker will inspire you as she presents a
simple and unique approach that will transform the workplace culture.
• Foster loyalty through trust
•
Leverage associate strengths for maximum results
•
Focus on people over metrics
•
Turn potential into performance
Julie Marks Miller
Vice President
ADP TRAINING AND LEADERSHIP DEVELOPMENT
2008 Training Magazine Top 125 – Ranked #20 of the top companies of employer-
sponsored workforce training and development.
2008 Fortune Magazine Most Admired Company – Ranked #2
2008 Companies That Care Honor Roll
5:35 Cocktail Reception
– Please bring plenty
of business cards!
Register Today! Call: Dhaval at 416-597-4754 or e-mail: dhaval.thakur@iqpc.com10
KEYNOTE
SpecialPanelSession
11. DAY THREE Main Conference: Wednesday, January 28, 2009
7:15 Coffee and Networking
8:00 Chairperson’s Opening Remarks
8:15 Special Keynote: The “4 I’s” Customer Model
This keynote approach will focus on building a long-term relationship with your customers through
a willingness to listen to their needs and “be there with the customer.” The “4 I’s” model gives a
foundation for building this relationship.
•
Be responsible and honest with the customer
•
Understand the needs of the customer
•
Add value beyond just the product or service you’re providing
•
Make the customer excited to do business with you in the future
•
Find out how Michael Chen’s “4 I’s” approach can help you win the trust and business of your
customers for the long-term.
Michael Chen
President and CEO
Media, Communications, and Entertainment, GE COMMERCIAL FINANCE
also Vice President and Officer of GE
2008 Pinnacle Award by the Asian American Business Development Center.
9:15 KEYNOTE: The Revolution is Here – Customer Satisfaction = Customer
Loyalty
With more than half a century of combined experience, Joseph Jacoboni and Mansour Salame will
guide you through the current state of the contact center industry. Through a focus on customer
relationship management and technology, you will leave this presentation with the knowledge and
tools to meet the needs of your customers today and in the future. Issues that will be addressed in
the presentation include:
•
Off shoring has led to the decline in customer relationship management and customer satisfaction
translating into lost revenue.
•
What is the true cost of poor customer satisfaction?
•
The importance of understanding the culture and needs of your customer through effective
communication and utilization of state-of-the-art technology
• The effects of on-demand technology vs. on-premise technology.
• Determining the current and future needs of your customers
Joe Jacoboni
President and CEO
CONTACT CENTERS OF AMERICA
Mansour Salame
CEO
CONTACTUAL
10:00 Morning Networking Break and Vendor Showcase
10:45 ROUNDTABLE DISCUSSIONS
Join your peers and colleagues at the popular Call Center Summit round-table discussions. These
popular peer-to-peer roundtable sessions are designed to provide an open forum to discuss common
challenges and un-common solutions. Select your discussion table based upon the topic most
important to yourcontact center. The moderated discussion will yield information, insights and
relationships that you’ll be able to use the minute you get back to the office. DON’T FORGET TO
BRING YOUR BUSINESS CARDS: Table topics will include:
1. Coaching and Leadership
2. First Call Resolution
3. Performance Metrics
4. Achieving Break-Through Performance
5. Retaining Talent
6. Net Promoter Score
11:45 ”Per-Fessional”- Leading Teams by Merging
Personal and Professional Into One
This motivational presentation will address how to build a quality
team and adapt your leadership style to fit the team. This
distinguished speaker has 12+ years of call center management
experience and is proud to always experience the lowest turnover in
the company. Find out how you can achieve similar accomplishments
by taking a personal interest in employees, creating a “fun”
atmosphere and inspiring excellence. Key takeaways will include:
•
Morale Boosting
•
Becoming a superhero leader
•
Reducing turnover
Greg Troxell
Customer Care Supervisor
UNITED STATIONERS SUPPLY CO.
Fortune 500, past call center week delegate
that graduated to speaker faculty
TRACK A: “People Power” – Talent Management,
Leadership, Workforce Optimization, Culture
TRACK B: Tools and Technology in the Call Center to
enhance the customer and agent experience
TRACK C: Measurements and Strategic Performance ROI
Panel Session: Communicate Vital Information in
Real-Time Across your Enterprise to Drive
Performance
Learn how real-time data can motivate employees, while showing
them how their actions affect immediate change.
•
Manage key metrics in various areas of your business in the palm
of your hand to drive productivity
•
Drive improvement in your call center with better feedback
•
Elevate service and performance utilizing up-to-the second
business vitals
Learn how you can save your call center money and increase agent
and customer satisfaction.
Moderator: Matt Wheat
National Sales Manager
TEXAS DIGITAL
Denny Kolvek
Director, Response Services
DATACORE MARKETING
Optimizing Contact Center Resources During
Tough Times
This session will explore how CIT Group, a leading commercial and
consumer finance company, gets the most mileage out of its contact
center resources by optimizing outbound customer contact.Topics to
be covered include:
•
Unique challenges in customer care in a financial services environment
•
Improving right-party contacts
•
How to identify and learn from patterns in customer behavior
•
After the right party is reached, ensuring customers have a positive
experience for repeat business
•
List management strategies and techniques
Steve Sullivan
Vice President, Call Center Technologies
CIT GROUP, INC
Fortune 500
11Sponsored by:
Learn
unique ways
to motivate
and energize
yourself and
your team!
Don’t miss
the Contact
Centers of
America Site
Tour (see
workshop F)
Concurrent sessions. Choose track A, B or C
IncreasingCustomer Satisfaction
12. DAY THREE Main Conference: continued
12:35 Networking Luncheon
1:35 Connecting with Empathy During an
Uncertain Economy
New Jersey SHARES (NJS) is the only statewide, nonprofit
501(c)(3) organization which provides grants to pay the utility
bills of households in need through a statewide network of
more than 170 community-based social service agencies and
government offices. Find out how the small center (21 agents
handling 138,000 calls/year) provides excellent customer service
and one stop shopping without making customers feel
degraded that they are in need of financial assistance.
•
New Jersey SHARES and Mission
•
Hiring, Training and creating and empathetic reps
•
Focusing on empathy during financial hard times
•
Everyone deserves an excellent customer service experience
Kimberly Warrick
Client Service Center Manager
NJ SHARES
Kimberly is a frequent IQPC Call Center delegate that has
‘graduated’ to the speaker faculty
Proactive Chat for Customer Support and Bottom
Line Benefits
Internet service provider Earthlink recently won a coveted Bronze
1to1 Impact Award for Customer Service Optimization based on
their proactive approach to providing a seamless experience, with
quick problem resolution. In 2006, the company launched a solution
that monitors online visitors, pinpoints customers requiring
assistance, and invites customers to resolve their issues via chat as
the first contact point. In this presentation, you will find out how
the company has greatly enhanced its satisfaction and resolution
rates while realizing significant business results.
•
Creating an “invitation chat” strategy for increasing agent
productivity and providing customers with improved online
navigation
•
Employing chat specific metrics, including First Contact Resolution
(FCR), CSAT, AVT, and Average Concurrency
•
Realizing business benefits, including: 20% reduction in call
volume, 88% customer satisfaction with chat and 7% increase in
FCR
Find out how the company handles 2.5 million chats per year with a
savings of $3-5 per contact by chat as opposed to phone.
Michael Murphy
Senior Manager, Call Center Innovation
EARTHLINK
1to1Impact Awards Winner, Bronze – Customer Service Optimization
Taking Customer Feedback and Turning
it into Business Opportunities
WPS Health Insurance, one of the largest health
benefits providers in Wisconsin, has been leveraging
word spotting and emotion detection software to
improve service, internal training and sales/marketing
initiatives.
• Employing word spotting to catch key phrases and see
how customers are reacting to new products and marketing
materials
•
Identifying agent area of weakness and implementing
customized training to improve their correspondence
•
Understanding how your company is presenting and
representing itself to the customer
•
Taking a proactive approach to marketing materials and
quickly clearing up any misunderstandings
•
Assessing how changes in processes and procedures of
other internal departments are impacting your call center
Find out how to listen, analyze and act on the voice of the
customer by aligning word spotting and emotion detection
software.
Barb Bleiler
Manager Client Support
WPS HEALTH INSURANCE
2008 Top Milwaukee Workplace Award from The Business
Journal
2:15 Afternoon Networking Break and Vendor Showcase
2:45 AFTERNOON KEYNOTE: Measurements and Strategic Performance ROI.
Making the Quantum Leap Forward While Serving a Complex Customer
Base
The US Green Building Council serves Fortune 100 companies as well as architects, builders and
academics and is growing dramatically. Vincent Chiusano, manager of Customer Service, will describe
how he is making major improvements to service while continuing to handle an ever expanding volume
form a very sophisticated membership. He will describe how the organization:
•
Created the economic imperative for change
•
Built a universal CSR training process to increase first contact resolution
•
Drove creation of clear marketing messages and customer welcome packages to reduce unnecessary
contacts
•
Used voice of the customer to drive process fixes elsewhere in the organization to improve the overall
customer experience
Vincent Chiusano
Manager of Customer Service
US GREEN BUILDING COUNCIL
Speaker interview
Check www.CallCenterSummitEvent.com for more interviews
Q - What keeps you up at night?
A - Technological challenges, in addition to DC area traffic.
Q - Why would an ex actor/standup comedian stay in the call center business for 13 years?
A - Endless material.
3:30 CLOSING KEYNOTE: Focusing on the Basics for Measurable ROI
“The 1to1 Impact Awards honor organizations that have recently implemented a successful
customer strategy with resulting business impact.” (1to1 January/February 2008). The St. Joe
Company is one of the largest private landholders in Florida and their luxurious WaterColor Inn &
Resort in Santa Rosa Beach, Florida is in the “memory building” business. Our distinguished 1to1
Impact Award winner, will demonstrate how a focus on customer centricity will quickly result in
dramatic returns on investment. Find out how this small organization utilized a combination of
focused objectives and 3rd party training to recharge the culture, boost service levels and increase
revenues by teaching employees how to view their jobs from the customers’ perspectives.
•
setting clear goals, training and coaching, celebrating success
•
focusing on repeat business/customer loyalty
Stephen Hilliard
Vice President
THE ST. JOE COMPANY
1to1 Impact Award Winner, AAA Four Diamond Award, Travel and Leisure “World’s Best” List,
Conde Nast Traveler “Gold List”, National Geographic Traveler’s inaugural “Stay List”
Register Today! Call: Dhaval at 416-597-4754 or e-mail: dhaval.thakur@iqpc.com12
KEYNOTE
KEYNOTE
Featuring
emotion
detection
software
13. DAY FOUR Post-Conference Workshops: Thursday, January 29, 2009
SPECIAL PRACTITIONER LED WORKSHOP! “This Means
That”…Metrics that Matter from the CSR to the CEO
8:00am-11:00amChooseHorI
The rationale to grow home agents are numerous - tapping new labor pools, reducing escalating agent costs
and enabling more flexible work schedules. Commuting to and from a call center is quickly becoming a
significant challenge for agents; therefore, employees especially part time, are best utilized from their own
homes. The community of home agents must be able to leverage every tool that an onsite call center agent can
access. Fortunately, tools built specifically for home-based agents enhance call center operations and can be
easily deployed to increase productivity, lower overhead and streamline communications.
What You Will Cover:
•
Automating workflows to enable agents, whether at home or in the center, to access every single work related
activity online.
•
The value of online hiring, testing and evaluation, training, scheduling, performance management, and a
comprehensive HR management suite. For example, learn why a self-paced, Web-based learning, coupled with
an online knowledgebase, can help increase quality by 10%.
•
The importance to mirror the capabilities of remote and onsite agents. Learn why agent real time access can
help increase productivity an average of 15%.
•
Employing a robust social networking platform that ties all capabilities together to allow home-based agents to
have a sense of community that contact center agents have on a daily basis.
•
The importance of managing agents identically—whether home-based or in the center—through multiple
online communication tools such as one-on-one chats, group interactions and companywide forums.
•
Deploying an online platform in a diverse, multi-national environment to create cohesion with the existing
environment while adding a new dimension on a global basis.
What You Will Learn:
Mr. Kumar will share practical experience to help you successfully manage the operations of home-based agents
through an integrated online call center by leveraging technology to increase productivity, lower
overhead and streamline communications.
Sanjay Kumar, Ph.D, CEO, vCUSTOMER CORPORATION
Managing Call Center and Home-Based Agents on an Integrated
Online Platform
H I
In this workshop you will be taken from benchmarking and basic indicators to examining unique and
innovative ways to combine metrics to derive a more complete picture of your contact center.
What You Will Cover:
Mr. Flores will feature the ‘old guard’ indicators as well as present the evolution of new and
meaningful metrics that will enable you to have an accurate ‘pulse’ of your contact center. These
points will include:
•
Service Level: Identifying and meeting your goals
•
Attrition: Internal vs. external
•
Cost per contact
•
First call resolution
•
Adherence
•
Customer satisfaction
•
Actual vs. scheduled staff
•
and many more
What You Will Learn:
You will participate in real-world exercises that will assist you in clearly defining the metrics that
matter in your contact center. Mr. Flores will also share his experience in identifying key audiences
for the various indicators. Essential take-a-ways include:
•
Combining metrics to see a complete picture
•
Identifying uncommon audiences of your indicators
•
Tips on implementation
Darryl Flores, Workforce Manager, SOUTHWEST BUSINESS CORPORATION (SWBC)
Improving Agent Productivity with Desktop Automation
11:15am-2:15pmChooseJorK
We’ve got one word for you...Disney. As VP of Travel Operations for Disney Destinations, Bob
Simmonds leads the Orlando and Tampa Disney Reservation Centers, turning every interaction into
an Ideal (and Magical) Customer Experience. He is also responsible for product development for the
Walt Disney Travel Company.
Bob Simmonds, VP of Travel Operations, DISNEY
DESTINATIONS
Site Tour: Disney Destinations
J KThis workshop will discuss the desktop challenges common to contact center agents and their impact
on productivity and customer experience. Recommendations for improving desktop productivity,
including several live demonstrations, will be featured. A number of use cases will also be included.
What You Will Cover:
This workshop will highlight a number of techniques for improving the productivity of contact center
agents and improving the customer care experience, including:
•
Speeding access to customer data
•
Automating manual business processes
•
Extending CRM and legacy applications to meet new business requirements
•
Unifying and simplifying user interfaces
•
Arming agents with timely cross-selling information
•
Exposing additional processes to self-service applications
This session will include several extensive live demonstrations highlighting each of the above techniques.
What You Will Learn:
Gain a deeper understanding of the technologies and techniques available for improving the
desktop environments of your contact center agents, which will lead to improved productivity and
an improved customer care experience.
Les Singleton, Solutions Architect, OPENSPAN, INC
13Sponsored by:
BOARD THE BUS! DON'T MISS OUR SITE TOUR.
Site tours are a great opportunity to visit a
leading company and find out what makes
their company so successful. Get an inside look at their customer
focused culture, technology and leadership philosophies. Bus trips to
and from the tours, as well as the tours themselves, offer a great
networking opportunity.
IncreasingCustomer Satisfaction
MetricsEssentials
Thefactsabouthome-basedagents
IncreasingCustomer Satisfaction
14. About our Sponsors
Keynote Sponsor
Contact Centers of America is a global leader in providing customer contact
management solutions and services in the business process outsourcing (BPO) arena.
CCA specializes in providing domestic, on shore, high quality solutions at affordable
prices thru its proprietary on-campus program with major universities as well as their unique home
agent program utilizing retirees and disabled veterans. Customer service and technical support are
provided through multiple contact channels including phone, e-mail, text messaging, web and chat.
By utilizing the latest Virtual/On-Demand Call Center Technology, CCA ensures customer satisfaction
with the highest service levels in the industry. CCA is headquartered in Orlando, Florida. Website:
www.contactcentersofamerica.com
Contactual pioneered the use of hosted contact centers that dramatically
reduce the costs of outfitting customer service, help desk, technical support
and inside sales team operations by eliminating the need for premise-based infrastructure. The
Contactual OnDemand Contact Center eliminates all upfront hardware and software costs; enables
organizations to operate virtual contact centers with agents working from home and/or multiple
sites; and unifies customer communications from phone, VoIP, voicemail, email and Web channels
into one routing, queuing and tracking system for maximum efficiency. Contactual is the Red
Herring 100 North America winner, 2007 CODiE Award finalist, winner of the Best of Call Center
2.0 award and Best Integration award from NetSuite; has earned the Frost & Sullivan 2005 Global
Excellence in Technology Award, and TMC Labs' Customer Interaction Magazine 2005 Innovation
Award. Website: www.contactual.com
Co-Sponsors
CallMiner is the leader in advanced speech analytics providing business
intelligence to enterprise organizations from recorded customer conversations.
Eureka, the company’s flagship product, is the only speech analytics solution that automatically and
accurately discovers the content, context and purpose of an entire conversation and of every call,
enabling companies to understand why customers call and how agents respond. With this
knowledge, CallMiner customers are able to significantly improve customer service, enhance agent
quality, increase sales and impact marketing effectiveness. Website: www.callminer.com
Genesys, an Alcatel-Lucent company, is the only company that focuses 100 percent
on software to manage customer interactions over the phone, Web and in e-mail.
The Genesys software suite dynamically connects customers with the right resources
- self-service or assisted service - to fulfill customer requests, optimize customer care goals and
efficiently use resources. Genesys software directs more than 100 million customer interactions
every day for 4,000 companies and government agencies in 80 countries. These companies and
agencies can leverage their entire organization, from the contact center to the back office, to
improve the overall customer experience. Website: www.genesyslab.com
HyperQuality is the leading provider of third-party quality assurance. With a
focus on call center operations, the company evaluates millions of interactions
annually between contact center agents and customers and, using advanced
analytics, generates actionable feedback for performance improvement.
Ultimately, HyperQuality helps companies improve the effectiveness of their customer interactions.
Website: www.hyperquality.com
Transera Communications is the first company to offer an on-demand global IP
call center solution for multi-site, multisourced call centers. SeratelTM
, Transera's
software, delivered as a service, enables organigations to globalize, diversify and
grow call center operations to deliver exceptional customer care with no infrastructure investment
required. Transera provides an unprecedented level of visibility, control and quality management
empowering organizations of any size to rapidly deploy a feature-rich call center for agents located
anywhere in the world, including in-house, outsourced, remote, branch offices or at home. With
■ 30% Manager
■ 25% Director
■ 19% Vice
President
■ 15% Supervisor/
Team Lead
■ 4% C- Level/
President
■ 4% Senior
Manager
■ 4% Consultant
■ 1% Coordinators
■ 27% Manufacturing
■ 21% Service
Providers
■ 19% Finance
■ 9% Insurance
■ 5% Retail Stores
■ 3% Cable and
Other
Subscriptions
■ 3% Health
■ 2% Education
■ 2% Government
■ 2% Telecom
■ 1% IT
■ 1% Military
■ 1% Labor
Unions
■ 1% Legal
■ 1% Utilities
■ 1% Newspaper
Publishers
■ 37% Call Center/Contact
Center/Customer
Service
■ 21% Management: MD/
VP/ Director/
Manager/ GM/ CEO
■ 13% Black Belt/
Operations/
Logistics/Quality
Assurance
■ 11% Marketing/Sales
■ 8% HR
■ 3% IT
■ 2% Finance
■ 1% Advisor
■ 1% Utilies/Field
Development
■ 1% Clinical Supplies
■ 1% Communications
Director
■ 1% Automobile
Research and
Dev
Sponsorships and Exhibits are excellent opportunities for
your company to showcase its products and services to
high-level, targeted decision makers attending Call
Center Summit 2009. Customer Management IQ and
Call Center Summit help companies like yours achieve
sales, marketing and branding objectives by setting aside
a limited number of event sponsorships and exhibit
spaces – all of which are custom-tailored to help your
company create a platform to maximize its exposure at
the event.
Sponsorship and
Exhibition Opportunities
Here’s a Snapshot of Call Center Summit’s Past Delegates
Seratel, organizations can connect people, processes and information and handle any customer call,
anytime and anywhere across global operations. Website: www.transerainc.com
Workbook Sponsor
For over 70 years, UNICOR has been employing inmates in America's federal
institutions. After years of providing quality good and services to government
agencies, UNICOR now has the authority to partner with private sector firms who are
sending the work off shore, or contemplating such a move. Our agents are dedicated, motivated and
perform at the highest QA standards. Currently operating Directory Assistance, Inbound Help Desk, and
Outbound B2B Lead Generation call centers throughout the United States, UNICOR offers a unique
advantage...Domestic Outsourcing at Off Shore Prices.
Website: www.unicor.gov
Workshop Sponsors
SIVOX RealCall™ delivers interactive simulations of agent to client conversations that
allow your team to hone communication skills, reduce defects and improve customer
service. Team members “learn by doing” with real-time coaching and feedback integrated into the
experience. RealCall™ evaluates agent performance against best practice including screen navigation,
data input and customer dialogue.
RealCall™ redefines:
•
Skills Assessment
•
Coaching
SIVOX solutions deliver measurable ROI through Software as a Service “SaaS”, “pay as you go”
methodology. Demonstrated benefits from over 80 contact centers employing over 125,000 agents
include:
•
Cost savings of over $1.3 million per year for every 1,000 agents
•
Increased revenue generated per agent
•
Payback in less than 180 days
Website: www.sivox.com
vCustomer is a leading provider of customer care contact center solutions and
services. We leverage the right blend of innovative technology, business analytics and
industry expertise to consistently deliver customized, high quality, cost-saving services
and solutions. We offer a unique combination of best-in-class contact center services
and an integrated, feature-rich CRM suite to help increase your customer lifetime
value. Established in 1999 and privately held, vCustomer provides high quality customer lifecycle
solutions through state-of-the-art facilities in the United States, India and the Philippines. vCustomer's
North American headquarters is located in Kirkland, Washington and they employ more than 4,000
professionals globally. Website: www.vcustomer.com
Exhibitors
Building on more than 35 years of innovation, Texas Digital is proud to be a
leading provider of integrated communication solutions that deliver exceptional
value for the call center, cinema, distribution center, financial institution, help desk,
network data center and quick-serve restaurant markets. Texas Digital’s QuickCOM is a leading
enterprise solution that provides real-time communication of business vitals to contact centers, help
desks, command centers and more. Backed by a unique Best Value Guarantee, this complete solution
collects, manages and communicates up-to-the-second information to empower fact-based decisions
that will improve performance, customer satisfaction and profitability.
Website: www.txdigital.com
The CXM Recording and Quality Monitoring suite from Co-nexus includes modules for
call recording, PC recording, agent performance evaluation, agent coaching and customer
satisfaction surveys. This integrated recording and quality monitoring suite is an essential
component of the call centers quest to improve overall customer satisfaction.
•
Skills Development
•
Certification/Compliance
Seniority Industry Job Function
14
CXM utilizes a simple web browser interface making it the easiest
recording and QM application available. Recorded data is compressed,
indexed with critical call details and stored in a WAV format. For PCI (payment card industry)
compliance, encryption is available. To join the CXM Family of 4, visit us in the exhibit hall or at our
website www.4cxm.com.
Keller Center for Corporate Learning: Empower your employees with
the skills and opportunities that give your business a competitive edge.
From module-based cohort offerings, to company-wide educational programs, discover how we can
help your organization implement learning solutions that address today’s most critical needs—
retaining valuable employees, developing managerial abilities, executing critical projects, complying
with regulatory mandates and enhancing technical skills. We combine expert instruction, personal
attention and innovative educational formats to create tailored solutions that can transform your
employees’ performance.
Choice of class formats. Courses may be offered at your site, at one of our 80+ locations, or online
for global access.
Flexible course schedules. Evening and weekend options are available to help balance business
commitments and personal priorities.
On-going enrollment. Classes begin throughout the year with our convenient eight-week sessions.
Website: www.devry.edu; http://corp.keller.edu
SpiceCSM provides the only Customer Service Management (CSM) tool that will
help to increase productivity while maintaining high quality of service standards.
The SpiceCSM suite of software applications is a complete offering of contact center and help desk
functionality for the small-to-medium enterprise (SME) customer service organization. Moreover,
SpiceCSM applications are available ‘on-demand’ or ‘open source’ to meet your IT deployment
preferences. Whether you are a small start-up company looking to establish your reputation as a
customer centric organization, or a tenured organization with a reputation to maintain and improve,
the SpiceCSM software suite will meet your needs. Website: www.fusedsolutions.com
LivePerson is a provider of online engagement solutions that facilitate real-
time assistance and expert advice. Connecting businesses and experts with
consumers seeking help on the Web, LivePerson’s hosted software platform creates more relevant,
compelling and personalized online experiences. Every month, LivePerson’s intelligent platform helps
millions of people succeed online; more than 7,000 companies, including EarthLink, Hewlett-Packard,
Microsoft, Qwest, and Verizon, rely on LivePerson to maximize the impact of the online channel.
LivePerson is headquartered in New York City. Website: www.liveperson.com
Global 2000 enterprises leverage the OpenSpan Platform to integrate
applications, automate business processes, extend functionality and build
new composite applications in order to realize immediate value on their IT investments. OpenSpan
and its partners utilize the company’s unique approach to integration to accelerate service-oriented
architecture (SOA) deployments and increase enterprise desktop productivity. The award-winning
OpenSpan Platform received the 2007 Product of the Year Award from Technology Marketing
Corporation’s (TMC®
) Customer Interaction Solutions magazine as well as the 2008 Editors’ Choice
Award from Redmond magazine, the authoritative, independent voice of the Microsoft IT community.
Websites: www.openspan.com, www.soadesk.com
PreVisor, a leading provider of on demand pre-employment assessment
software and employee selection solutions, helps organizations by connecting
hiring decisions with business results. Following the rigorous standards of
industrial-organizational psychology, PreVisor’s assessment content accurately predicts on-the-job
performance and supports fair hiring practices. PreVisor’s solutions help streamline hiring, reduce
recruiting and training costs, and improve corporate performance for clients worldwide, including
more than 100 of the Fortune 500. Website: www.previsor.com
IncreasingCustomer Satisfaction
